+1 978-451-6177

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©2018 by The Brookeside Group, Inc.

BANKING

Are you a Trusted Advisor to your clients?

Our partner software Encompass-CX breaks down clients' perceptions of your business - from Antagonistic to Trusted Advisor.  Incorporating fact-based data (like support tickets, emails, and phone calls), Encompass-CX goes beyond customer satisfaction to provide insights and recommend actions a survey would leave unnoticed.

Does your company stack up with the industry average for client perception?

Your Clients?

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Success Stories

Client

Leading North American Bank

Challenge

  • Reduce customer defections

  • Improve customer climate

  • Increase revenue from fee-based products

Brookeside Approach

  • Customer climate feedback (branch level)

  • Leadership training for branch managers

  • In-branch action teams

  • Cross-branch learning

RESULTS

 

Increased customer retention (92% of target customers)

40% increase in revenue from fee-based products in one year

20% improved profitability from branch operations in one year

INTERESTED IN A WORKSHOP?

RESULTS

 

65% increase in product applications

Improved customer climate

Increased revenue per customer

  • Restructure the Corporate Bank for improved customer focus

  • Identify and meet the full range of needs of target customers

  • Develop teamwork among account managers and product sales groups

Brookeside Approach

  • Feedback on customer needs and perceptions of services

  • Retraining of relationship managers

  • Redefinition of product expert role to support "total team banking"

Challenge

Client

Global Bank